AccountId: 011433970860
ContactId: 870455b2-bf97-4af0-8262-903913cfccb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473709 ms
Total Talk Time (AGENT): 227766 ms
Total Talk Time (CUSTOMER): 112641 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/870455b2-bf97-4af0-8262-903913cfccb2_20250513T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling about a uh a claim I had filed and I received a letter in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And I received the letter in the mail on yesterday.
[CUSTOMER][NEUTRAL] And a text this morning, so I'm trying to figure out what what's going on. That's why I'm calling to see.
[AGENT][NEUTRAL] Sure I can get clarification regarding that claim. um what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] My policy number is 040.
[CUSTOMER][NEUTRAL] 244-95008
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And then I just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. OK, now was this claim for you or was it for uh your spouse or your dependent?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My dependent.
[AGENT][NEUTRAL] OK, cause [PII], give me just a moment.
[AGENT][NEUTRAL] Do you happen to have that claim number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have 2 different claim numbers. That's why I'm confused. The one on the, that came in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 35.
[CUSTOMER][NEUTRAL] 98,040
[AGENT][NEUTRAL] OK. I did want to make sure because I do see we have a couple of claims, so I can go ahead and take a look at both of those.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so the first claim, uh, that we have received for [PII] that was submitted to us on [PII], and it looks like there were multiple dates of service for this claim. Uh, I've got no excuse me, [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] and [PII], so give me just a moment and I will see exactly what's needed for each of those.
[AGENT][NEUTRAL] Because it does look like we're just missing some information, so for this, uh, excuse me, [PII], um, it does look like either we have not received a completed claim form um detailing of course the accident or diagnosis of sickness, and then we're also needing a police report for this incident.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I sent in the claim form. It was uploaded.
[CUSTOMER][NEUTRAL] Like a week or two ago.
[AGENT][NEUTRAL] Well, and that's what I'm going to look at because I do see again we got more for this other claim, so let me see if that's just different information. Bear with me just a moment. OK, I see. So the most recent information was for [PII], so let me check that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it does say that what we're missing for this now is the uh police report for the incident.
[AGENT][POSITIVE] So once we have that we can continue. I'm sorry.
[CUSTOMER][NEUTRAL] And like I said, I, I
[CUSTOMER][NEUTRAL] I told them I cannot get a police report because they don't know who did it.
[CUSTOMER][NEGATIVE] So they can't, they say they can't give me a completed police report. All they gave me was a num a uh a report number, the police report number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, but nothing, um, OK, we can get clarification on that, um, [PII], if you don't mind, um, let me put you on a brief hold because I'm not sure if there's something that they can give you that's just sufficient for the meantime if there's a report number, even if it's incomplete, um, that might suffice, but, uh, I don't know if it's something that we have to wait for the completed one, so bear with me just a moment so I can get make sure I'm giving you the correct information.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[AGENT][POSITIVE] Alright thank you one moment I'll get right back with you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing good thank you so I've got a member on the line who is calling regarding an accident claim um and it is stating that we're needing the uh police report for the incident. She stated that when she spoke with them they were unable to give her anything as they don't know who did it. um, she said she does have a report number.
[AGENT][NEUTRAL] So I'm gonna be I don't know how that works. Um, I'm assuming if there's a report number there is at least some sort of report. So do we have to wait for that to be completed and all of that, or is what she has, would that be sufficient?
[CUSTOMER][NEUTRAL] Can I get her policy number, please?
[AGENT][NEUTRAL] Absolutely, um, that is 02449508.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we are speaking with part one, the claim is for, uh, part 3.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One second, I'm just reviewing the notes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so it looks like she's already been told that we can't use that.
[CUSTOMER][NEUTRAL] So she's she's just gonna have to wait until she gets the report, the claim will just be in a.
[AGENT][NEUTRAL] The completed report.
[CUSTOMER][NEUTRAL] Yes, the claim would just be in an inactive status until then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you, you wanna tell her or you want me to, to speak with her?
[AGENT][POSITIVE] Um, that's completely up to you, um, because I'm not sure she might have further questions, but that's, I appreciate you letting me know that because that's I've not run across this before so I wasn't sure what to tell her. Um, yeah, I can go ahead and send her to you if you don't mind just in case she has anything further.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you. I appreciate it.
[CUSTOMER][POSITIVE] Alright, that'll work.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.